Customer Service Representative

Position: Customer Service Representative
Term: Full-time Role
Shift: 9:00 AM – 5:00 PM EST

Job Description:

As a Customer Service Representative for our e-commerce brand, you will be responsible for providing exceptional assistance and support to customers through various channels such as email, chat, and phone, while also addressing inquiries, processing orders and returns, and resolving complaints. Your ability to ensure customer satisfaction and foster loyalty to the brand through effective communication and problem-solving skills is crucial.

Customer Service Representative Responsibilities:

– Respond to customer inquiries via phone, email, chat, and social media platforms.
– Process custom orders, handle payments, and manage customer accounts.
– Assist customers with product selection and provide recommendations based on their needs.
– Handle and resolve customer complaints in a timely and professional manner.
– Process returns, refunds, and exchanges as per company policy.
– Track customer interactions and record details of inquiries, comments, and actions taken.
– Provide feedback on customer service issues and trends to help improve the company’s products and services.
– Collaborate with the logistics team to ensure timely deliveries and address any shipping concerns.
– Escalate complex issues to the relevant department or supervisor when necessary.
– Maintain a thorough knowledge of the company’s products, services, policies, and promotions.
– Provide exceptional customer service to foster customer loyalty and satisfaction.
– Contribute to team efforts in achieving customer service goals and objectives.
– Participate in ongoing training and development to keep skills and knowledge up-to-date.
– Occasionally assist in creating content for FAQs and help center articles.
– Uphold and represent the company’s brand image and values in all customer interactions.

Customer Service Representative Requirements:

– High school diploma, but preferably Bachelor’s degree
– Minimum of 1-2 years’ experience in a customer service role, preferably in an e-commerce setting.
– Proficiency in using computers and various software applications, including customer relationship management (CRM) systems.
– Exceptional verbal and written communication skills.
– Ability to handle stressful situations and remain calm under pressure.
– Strong problem-solving skills and the ability to think critically.
– Demonstrated ability to provide a high level of customer satisfaction.
– Basic understanding of e-commerce operations and logistics.
– Ability to work both independently and as part of a team.
– Familiarity with social media platforms and their use in customer service.
– Proficiency in a second language is a plus.
– A positive attitude and a customer-centric approach to tasks and interactions.
– Willingness to continuously learn and adapt to changes in the industry or company policies.

Qualified applicants should apply here:

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